1. SITXADM003 A Write Business Documents Session 11 1 Prepare Document

2. Good news or neutral letters Announce the news first E.g. inquiry letter, request letter, acknowledgement, introduction to someone. Strategy to write: Identify the letter’s purpose in the subject line Opening paragraph states the good news Middle paragraph states the details that support the news Close with a statement of goodwill 2

3. Bad news letters They are refusal letters Give the reader unwelcomed news E.g. order refusal, ‘No’ to a credit request, refusing an adjustment, decline invitation. Strategy to write: Open with a courteous greeting Explain the situation fully State the bad news Close with a positive paragraph 3

4. Persuasive letters Aim to change attitudes or produce action E.g. collection letters, sales letter and job applications. Strategy to write: AIDA formula A ttention I nterest D esire A ction 4

5. Letter Of Complaint Replying to a letter of complaint: Strategy to write: Start with the action you have taken as a result of the complaint Acknowledge the complaint clearly Give an apology and acknowledge any inconvenience caused Close with a goodwill statement 5

6. Memo Definition: Is an internal organisation communication Format: Is less formal than the business letters and include 4 headings Advantages 6

7. Types of memo 1. Instruction 2. Request 3. Announcement 4. Transmittal 5. Authorisation 6. Confirmation 7

8. Six types of memo TypePurposeArrangement InstructionProvide receiver informationIntroduction Main point Secondary information Action RequestAsk receiver to provide some information or take action Main point Secondary information Action AnnouncementProvides information to more than one receiver Announcement Secondary information Action 8

9. Six types of memo TypePurposeArrangement Transmittal Acts as the cover note for a more formal lengthy message Main point Secondary information Action Authorisation Gives receiver permission or authority for action Background information Main point Action Confirmation Confirms in writing what has been agreed Main point/s Secondary information Action 9

10. Learning Activity READ Dwyer, J. 2009 Chapter 14 and Chapter 15 Do “Learning Activities” p. 380 1) 3) 4) and 5) 10

11. Group Activity Do “Group Assignment” pp.380-381 Students to report their answers to the class 11

12. Group Activity - 2 Imagine you are starting your own business. What kind of business is it? What technology and software would you buy to allow you to efficiently write business documents. e.g. computers, operating systems modems scanners photocopiers printers word processing software graphic design software 12